The Twilio SMS Integration connects business SMS communication directly into the Tawk.to Omni-Channel dashboard. Agents can manage inbound and outbound SMS alongside live chat, email, and social channels — all in one place.
UI/UX Design: Designed flows for SMS channel setup, inbox handling, and message threading.
Research & Testing: Identified SMS use cases and tested agent workflows.
Prototyping: Created user flows and interface designs for integration screens.
Collaboration: Worked with product/engineering teams to ensure smooth Twilio API integration.
3 Months
Many businesses rely on SMS for time-sensitive communication, but handling SMS outside the Tawk.to environment forces agents to switch between multiple tools. This creates inefficiencies, lost messages, and lack of visibility across teams.
Discovery → Identified industries heavily reliant on SMS (e.g., logistics, healthcare, retail).
Research → Analyzed how agents use SMS currently, and what blocks productivity.
Ideation → Created flows for connecting Twilio accounts and managing SMS threads.
Prototyping → Designed integration UI for inbox, tagging, and assignment.
Validation → Conducted feedback sessions with test users and internal QA.
Identify the volume/scale of SMS support needed.
Validate whether tagging, assignment, and analytics are core requirements for SMS.
Explore how SMS complements other channels (Messenger, WhatsApp, live chat).
Ability to send and receive SMS within the same inbox as other channels.
Assign SMS conversations to the right agent or department.
Access to history and analytics for SMS communications.
Missed SMS updates due to no unified notification system.
Lack of conversation history across SMS and other channels.
Limited ability to tag/assign SMS to improve accountability.
💡 Want to experience it yourself?
Head over to www.tawk.to and try the Twilio SMS Omni-Channel Integration firsthand. Explore the filters, tags, and smart search to see how it makes finding and managing conversations effortless.
✨ Thank you for exploring this project!